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HomeMy WebLinkAboutMINUTES - 01112005 - C.39-C.43 TO. BOARD OF SUPERVISORS � "° Contra �`ai FROM: Anne Cain, County Librarian Costa c, m r DATE: January 25, 20015 1 ?q o u my SUBJECT: Library Materials Recovery Services Contract Not to Exceed $50,444 SPECIFIC INQUEST (S) OR RECOMMENDATION (S) &BACKGROUND AND JUSTIFICATION RECOMMENDATION Authorize the County Librarian to enter into a contract with Unique Management Services, Inc. (UMS) in an amount not to exceed $50,004 to provide library materials recovery services for the County Library. FINANCIAL IMPACT The contract specifies that the library will pay UMS a $10.00 fee for each account submitted, not to exceed $50,000 for the term of the contract. The fines paid on returned items and the reduction of cost for replacing items will offset this amount, resulting in a cost-neutral impact for this contract. BACKGROUND The Library collects fines and fees in the amount of approximately $500,400 annually. The number of delinquent accounts varies, but averages 400 monthly. Currently, if a library customer does not return overdue items and pay the fines and fees, the customer's library card is blocked from further activity. Materials recovery services are needed to increase the return of library materials so that they are available for other borrowers. The Library currently sends two notices to patrons. The first notice is sent via e-mail, telephone notification, or U.S. Mail when item is 10 days late. The second notice, sent via U.S. Mail is sent when item is 30 days late. On September 9, 2003 the Board of Supervisors authorized the County Librarian or the County's Purchasing Manager to issue a Request for Proposals to secure a firm or agency for library materials recovery services. A Request for Proposals(RFP) was released by the Purchasing Department in October 2043. RFPs were sent to several organizations including: the County Office of Revenue Collection (Services), Unique Management Services and Trans World Collection Services. There was one timely respondent, Unique Management Services, Inc. Their proposal was reviewed by the Purchasing Department and the County Library and was determined to be responsive to the RFP. Unique Management Services provides materials recovery services to several libraries in California, including: the City and County of Los Angeles, Orange County, San Diego County and Solano County,and has an excellent reputation for providing high quality service. In January 2404 the Board of Supervisors authorized the County Librarian to negotiate a contract with Unique Management Services. The County Librarian has negotiated a contract for the period of February 1, 2005 through January 31, 2006. CONTINUED ON ATTACHMENT: 0 YES SIGNATURE: a12ECOMMENDATION OF COUNTY ADMINISTRATOR®RECOMMENDATION OF BOARD COMMITTEE aAPPROVE OTHER SIGNATURE(S) ACTION OF BOAON wew�i`t$ r ' APPROVED AS RECOMMENDED OTHER VOTE OF SUPERVISORS: I ��+' ,�`„ I HEREBY CERTIFY THAT THIS IS A TRUE AND CORRECT COPY OF AN _°'VNANIMOUS(ABSENT ' �d.1... ACTION TAKEN AND ENTERED ON THE MINUTES OF THE BOARD OF SUPERVISORS ON THE DATE SHOWN. AYES: NOES: ABSENT: ABSTAIN: Contact: Susan Caldwell,(925)646-5423 ATTESTED JOIN SWEETEN,CLE OF THE ARD OF CV County Library SUPERVISORS AND COUNTY ADMINISTRATOR County Administrator County Counsel 'r County Auditor By tc ;� ; t 't 1--- n "Deputy Purchasing Manager _ Library Materials Recovery Services Contract Not to Exceed $50,000 January 25, 2005 Page 2 Under this agreement, accounts more than 60 days overdue with fees over $50 will be sent to Unique Management Services for recovery. The chart below indicates the additional steps Unique Management will take to recover overdue library material: Proposed Notification to Library Customers Sent by Unique Management Third Notice Overdue notice letter via U.S. Mail 64 days late Fourth Notice i Overdue notice letter via U.S. Mail 85 days late EFifthNoticte Tele hone call to atron 120 days late e Final notice letter via U.S. Mail 128 days late -IwoSeventh Notice Tele hone call to patron i 138— 141 days late I At this point if some of the funds owed are paid but there is a remaining balance, 1 additional telephone calls will be made. } Final Step UMS files credit reports to the largest credit reporting agencies in ; 184 days late the United States; Trans Union, CBI/Equifax and Experian (formerly TRW) A publicity campaign will be undertaken to advise library customers of this new recovery service prior to implementation. Contra Costa County STANDARD CONTRACT Number Standard Form L-1 (Purchase of Services—Long Form) FundlOrg# 3702 Revised 2002 Account# 2310 Other# 1. Contract Identification. Department: County Library Subject: Materials Recovery Services for the Contra Costa County Library 2• Parties. The County of Contra Costa, California(County), for its Department named above, and the following named Contractor mutually agree and promise as follows: Contractor: Unique Management Services,Inc. Capacity: Private Corporation Address: 119 E. Maple Street,Jefferson, Indiana 47130 3. Term. The effective date of this Contract is 2-1-05 It terminates on 1-31-06 unless sooner terminated as provided herein. 4. Payment Limit. County's total payments to Contractor under this contract shall not exceed S 50,000.00. 5. County's Obligations. County shall make to the Contractor those payments described in the Payment Provisions attached hereto which are incorporated herein by reference, subject to all the terms and conditions contained or incorporated herein. 6. Contractor's Obligations. Contractor shall provide those services and carry out that work described in the Service Plan attached hereto which is incorporated herein by reference, subject to all the terms and conditions contained or incorporated herein. 7. General and Special Conditions. This Contract is subject to the General Conditions and Special Conditions (if any) attached hereto, which are incorporated herein by reference. 8. Project. This Contract implements in whole or in part the following described Project,the application and approval documents of which are incorporated herein by reference: Materials Recovery Services L-1 (Page 1 of 2) QAuniqueliong form service contract.doc Contra Costa County STANDARD CONTRACT Number Standard Form L-1 (Purchase of Services—Long Form) Revised 2002 9. Leeal Authority. This Contract is entered into under and subject to the following legal authorities: Approval by the Board of Supervisors. 10. Signatures. These signatures attest the parties' agreement hereto: COUNTY OF CONTRA COSTA, CALIFORNIA BOARD OF SUPERVISORS ATTEST: Clerk of the Board of Supervisors l By By Chairma ' esignee " Deputy CONTRACTOR Name of business entity Name of business entity By By I (Signature of individual or officer) (Signature of individual or officer) i i (Print name and title A, if a licable) Print name and title B, if_applicable Note to Contractor: For Corporations(profit or nonprofit),the contract must be signed by two officers. Signature A must be that of the president or vice-president and Signature B must be that of the secretary or assistant secretary(Civil Code Section 1190 and Corporations Code Section 313), All signatures must be acknowledged as set forth on form L-2. L-1 (Page 2 aft) Q.Aunique\long form service contract.doc SERVICE PLAN CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR. RECOVERY AND COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY SCOPE OF WORK Proposed Work Plan The purpose of this Work Plan is to recover identified overdue materials and fines from County Library patrons whose accounts have been identified for collection. Unique Management Services (UMS) will provide these services tailored to meet the specific needs of the Contra Costa County Library. UMS will charge $8.95 as a fixed fee per patron for the recovery process regardless of the amount to be collected from the patron, contingent upon the approval of the Board of Supervisors prior to the implementation of this agreement. Initial Placement 1. UMS will process, once a file is submitted for reviewing, names and addresses through the National Change Of Address database before the first letter is sent to discover patrons' new addresses. This process decreases the number of letters that are returned, and allows UMS to contact patrons sooner, thus increasing the probability of recovering materials and fines/fees. 2. The first recovery letter will be sent out immediately after a patrons' name is processed through the National Change of Address database. (64 days late) (Sample A) 3. UMS will wait three weeks to allow the patron time to respond. if after three weeks the patron still has not responded, a second recovery letter is sent. (85 days late) (Sample B) 4. if a patron has a remaining overdue balance 35 days after the account was referred, UMS will begin making phone calls to encourage the patron to clear their account. (120 days late) Phone calls will be made in the evenings, Monday through Friday from 6:00 to 8:00 p.m. and on Saturday between 9:00 a.m. to 12:00 p.m. PST. UMS will make at least two phone attempts. if a patron is not home in the evening, calls will be made at varying times, including Saturdays. All UMS calls will be made live, by individuals who are well trained to make professional calls. (See Script, Sample E) 5. if the patron responds after either the first or second letter and there is still a remaining balance, UMS will automatically send a third letter to encourage the patron to contact the library and pay their fines and/or return additional materials to clear their account. (124 days late) (Sample C) Q:\uniqueliong form service contract.doc 3 SERVICE PLAN CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR RECOVERY AND COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY SCOPE OF WORK Secondary Placement Secondary placement will be done to help recover materials from patrons who do not clear their account as a result of library recovery and/or initial placement efforts or have moved without leaving a correct address. 1. In secondary placement, UMS will do extensive skip tracing to find patrons who have inaccurate addresses. Corrected addresses will be provided to the library each month. UMS utilizes five primary databases to do skip tracing. 2. A"final notice" letter will be sent 128 days after the account was referred to UMS. (Sample D) This letter will state that the patron may be "credit reported" if they do not clear their account with the library. 3. If the final notice letter is returned with a new forwarding address, the final notice letter is re-sent to the corrected address. 4. If a patron still does not clear their account, telephone calls will be made to patrons between days 142 and 155. This is a courtesy call to explain to the patron that they are scheduled to be credit reported and how to avoid this report by clearing their account. (Sample E) 5. If the patron responds partially by returning materials and/or making a payment but still has a remaining balance, the remaining balance letter is sent out immediately. 6. Several telephone calls will be made to those with a remaining balance depending upon the patron's balance and their response to previous contact attempts. 7. UMS will wait at least 120 days after the account is referred to UMS (or 184 days late) before the patron is actually credit reported to give them plenty of time to respond. UMS credit reports to the largest credit reporting agencies in the United States, Trans Union, CBUEquifax and Experian (formerly TRW). Patron Notification Process 1. A listing of delinquent patron accounts will be provided to UMS on a weekly basis along with information including the patron name, address, phone number, patron number, Social Security number (if available), whether or not the patron is a juvenile (if available), year of birth (if available) and total outstanding balance. This data will be transferred to UMS electronically using the CARL Collection Agency Module. It is estimated that approximately 400 new accounts will be submitted each month or as needed. Q:\unique\long form service contract.doc 4 SERVICE FLAN CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR. RECOVERY AND COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY SCOPE OF WORK Patron Notification Process (continued) 2. Upon receiving new accounts, UMS will provide to the library an acknowledgment verifying that UMS received the new patron accounts for processing. Then, UMS would contact the patrons in our name and encourage them to return overdue materials to the library and pay their fines/fees. If any patrons were to make a check out to UMS, it will be endorsed and sent to the library within one working day. 3. UMS' collection process will be done in a very professional, respectful and gentle manner so that patron goodwill is maintained. 4. New addresses obtained from skip tracing services will be forwarded to the library every month on our change of address report showing patron name, account number, and new address. All written letters and telephone calls will be directed to the parents of any borrowers under the age of eighteen (18). 5. UMS will provide a budget neutrality guarantee to recover sufficient funds to pay our fees provided the library will turn over accounts within a specified period of time and add on a specified processing fee. If negotiated conditions are met, UMS will make adjustments, as necessary, to the library's monthly invoices for the difference between collection fees and the total money received plus amounts waived on accounts submitted to keep the service budget neutral. 6. At least every other day, and if possible daily, the library will send UMS an itemized, update list in electronic format showing details for borrowers who have responded to our contacts. The report will include borrower name, account number and pertinent data such as amounts added, paid, waived and value of materials returned. UMS will stop contacts immediately for patrons who have cleared their accounts and adjust balances as appropriate for those who have responded before further collection activity takes place. At any time, the library can request that UMS suspend service on selective accounts. In these rare cases, UMS will suspend collection activity until notified by the library to continue. 7. UMS will provide to the library, on a monthly basis in electronic and/or hard copy format, a report that details in alphabetical order by patron name and barcode number, the value of materials returned, money received, charges waived, and balance due. UMS will also include a summarization of the collection performance to date. Furthermore, UMS will work with the library to develop customized management reports per the library's request. Q:\unique\long form service contract.doc 5 SERVICE PLAN CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR RECOVERY AND COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY SCOPE OF WORK Patron Notification Process (continued) S. All work performed shall be conducted according to applicable provisions of the Federal Fair Debt Collection Practices Act and library confidentiality laws. Detailed records and documentation shall be maintained and provided to the library. UMS will ensure the confidentiality, security and safety of all library files, documents, computer files, etc. All information provided to UMS will be used solely for the purpose of collection of those accounts. 9. UMS will designate a representative to be the contact person for handling any problems encountered by the library regarding the service. Furthermore, UMS has developed a training packet and training video to help new clients implement the service. Training support will be provided as needed to maintain a well-managed process. UMS will work with library technical staff, at no additional cost, to work out all technical details for transferring appropriate data as necessary. Potential Problem Areas All activities at UMS will be monitored for quality. UMS will regularly verify the accuracy of work that is performed. This includes, but is not limited to, verifying UMS has received all expected files from the library, verifying that accounts are accurately processed, listening to calls made to patrons, verifying all files are processed by the end of each working day, and assuring patron disputes are addressed in a timely manner. Implementation The Library and UMS will work together to develop an implementation plan using the draft document included as "Sample F". An implementation packet will be provided to the library primarily to help circulation staff understand the process and be prepared to respond positively to patrons. This packet will include the implementation document as well as samples of letters and a call script, and a news release template. UMS will work in close coordination with library technical staff to develop a procedure for submitting data files each week This agreement may be cancelled by either party with 60 days written notice to the address listed on the contract signature page. Training UMS will provide the library with the training document designed to train the trainer. The Library may choose to conduct its own training program, or a UMS representative can meet with circulation supervisors in a two-hour training session at the library. The UMS trainer will provide a training document, samples of our letters, and a call script to each participant. The trainer will provide background information about UMS; describe in detail the process involving the electronic transfer of data, explain the collection/recovery process in detail, and review common questions and/or objections from patrons and Q:\unique\long form service contract.doc 6 SERVICE PLAN CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR RECOVERY AND COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY SCOPE OF WORD Training(continued) provide suggestions as to how circulation staff should respond to maintain patron goodwill. There will also be a general question and answer period so that everyone has a chance to raise any questions and/or concerns. Circulation supervisors can then use what they have learned to train their staff. UMS will tailor the training as desired by the library. UMS will also provide training on either a'QHS tape or a CD that can be used on staff computers. Clean-Up UMS will provide an opportunity to submit older accounts for processing as a clean-up project. The library can pay a fee or contingency fees based upon results if the library meets the goal of the Budget Neutrality guarantee. The Library will wait to submit older accounts (more than one year old) for processing until the library has used the UMS recovery service for at least three months. Budget Neutrality Guarantee UMS will offer Budget Neutrality if the library has in place a $10.00 late fee in addition to its' FY 04 - 05 fee structure. The CARL Collection Agency Module will add this late fee automatically. All accounts over $50 will be submitted for recovery/collection. UMS will GUARANTEE not to charge more than the actual cash recovered to maintain budget neutrality. Q:\unique\long form service contract.doc 7 PAYMENT PROVISIONS CONTRACT WITH UNIQUE MANAGEMENT, INC. FOR RECOVERY ANIS COLLECTION SERVICES FOR THE CONTRA COSTA COUNTY LIBRARY Unique Management, Inc., will submit all invoices for services with back-up documentation to Susan Caldwell, Administrative Services Officer, for payment approval. Susan Caldwell, Administrative Services Officer Contra Costa County Library 1750 Oak Park Boulevard Pleasant Hill, California 94523 Q:\unique\long form service contract.doc 8 Sample A National 119 E Maple 5t UNIQUECollections Jeffersonville IN 47130 RETURN SERVICE,REQUESTED November 4,2004 CONTRA COSTA COUNTY LIBRARY 1750 Oak Park Blvd 1345105.1261 328021 15708 PLEASANTI11LL CA 94523-4497 itirr(ixrrltt,tilt!ixlixtttritrttxtirt�ixtr�xttrtitttlrrxfi,tl ilrlrrritriririrtritirtiirrirtidrtiirbrrlrtitititiixtxtitdi To The Ilarents/Guardian Of*Lauren Higdon 119 is Maple St Jeffersonville IN 47130-3439 Account## 123456-Miss Amount: $ 1000) Due Balance '"Wach Upper Poitm And itctum Willi 1'a)mci —' Account#: 123456-Miss Contra Costa County Library Total Due:$ 100.00 This is an attempt to collect a debt and any information obtained will be used for that purpose. Your account has been referred to Unique National Collections by the Contra Costa County Library. Return of past due materials and payment of fines/tees will ensure that your account is cleared with Unique National Collections and the Library. Fines must also be paid even if the materials are returned. The Library has requested that we provide you a courtesy notice. It is our hope that you will respond so this matter can be resolved. The Contra Costa County Library would like to have you,again,as a patron in good standing. To clear your account,please return past due materials,if you still have them,to any Contra Costa County Library location and pay your outstanding fines. If you have misplaced the materials,or if you have returned the materials and have not yet paid your fines,please send your check in the amount of$100.00 to Contra Costa County Library Circulation Manager,1750 Oak Park Boulevard,Pleasant Hill,California 94523. On your check or money order,please reference account No. 123456-Miss. For specific title information please refer to the library's website http://www.ecclib.org, you can also use our automated telephone service by calling 1-800-984-INFO and enter 2. If you have any questions, please call or visit your local branch during regular business hours. Branch information is located on the reverse side of this letter. Edward J.Siewert Collection Manager Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof,this office will assume this debt is valid. If you notify this office in writing within 30 days from receiving this notice, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such judgment or verification. If you request of this office in writing within 30 days after receiving this notice, this office will provide you with the name and address of the original creditor, if difi'erent from the current creditor. si:flun�iQioiiai Q:\unique\Sample A.doc Sample B 119 E Maple St JctTorsonville IN 47130 National RETURN SERVICE REQUESTED UNIQUECollections November 4,2004 CONTRA COSTA COUNTY LIBRARY 1750 Oak Park Blvd 1345105-1262 328022 15709PLEASANT HILL CA 94523-4497 lift I [ti'I[lilt it`11jflIIIft1t1tt1liYiiitIII ItIltlttI++ }i111!!11jj �tt�ttl�il�fitl[ftllltillit�fitilitlttitllltfitlfltllilit�tfll To The Parents/Guardian Of Lauren Higdon 119 E Maple St Jeffersonville IN 47130-3439 Account# 123456-Miss Amount: S 100.00 Past Due `DOAdi tlpp"Podiwt And Ratan Whh Nymcnf`•• Account#: 123456=Miss Contra Costa County Library Total due:S 100.00 This is an attempt to collect a debt and any information obtained will be used for that purpose. We notified you approximately three weeks ago that you had an overdue balance with the Contra Costa County Library. To date,the Library has not yet notified 11s that you have cleared your account. Should you ignore this notice, we want to bring certain facts to your attention. We may request permission from the Library to report this debt to national Credit Reporting Agencies. Notice of your non-payment may be made available to credit grantors and others who may seek your credit history. Once reported,this adverse information can stay on your record for up to seven years! Why allow this to happen? We feel sure you will agree that this response is the best solution. If you have past due materials,they can be returned to any Contra Costa County Library location. If you have misplaced the material,or if you have returned the material and have not yet paid your fines,please send check or money order in the amount of$100.00 to:Contra Costa County Library Circulation Manager, 1750 Oak Park Boulevard, Pleasant Hill,California 94523. On your check please reference Your account No. 123456-Miss. For specific title information please refer to the library's website hgp-/wwww.ecclib.org,you can also use our automated telephone service by calling 1-800-984-INFO and enter 2. If you have any questions,please call or visit your local branch during regular business hours. Branch information is located on the reverse side of this letter. Edward J.Siewert Collection Manager Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof,this office will assume this debt is valid. If you notify this office in writing within 30 days from receiving this notice, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such.judgment or verification. If you request of this office in writing within 30 days after receiving this notice,this office will provide you with the name and address of the original creditor, if different from the current creditor. 2ROUNt010[2562 Q kunique\Sampie B.doc Sample C 119 E Maple St Jeffersonville IN 47130 UNIQUrclectwW RETURN SERVICE REQUESTED November 4,2004 CONTRA COSTA COUNTY LIBRARY 1750 Oak Park Blvd 1345105-1263 328023 15710 PLEASANT MILL CA 94523-4497 Illt6ltttt1ttt1Irtil1IltMeill$If$Ittl11IfIII tAIltltttl1ttl 115111111111111411fill 111t,I#11111,Iltltttlttltlll,Ilt,ttlt1li To The Parents/Guardian Of Lauren Higdon 119 E Maple St Jeffersonville IN 47130-3439 Account 9 123456-Miss Amount: S I WOO Detach Upper Portion And Refunt With Payulaul•"a Account#: 123456-Miss Contra Costa County Library Total Due:$ 100.00 This is an attempt to collect a debt and any information obtained will be used for that purpose. The Contra Costa County Library has notified us that you have responded recently to reduce your past due balance. The Library has asked us to contact you again because there is still a$100.00 past due balance. The$100.00 owed is still an open collection account that must be resolved to clear your record. If you are unable to pay the entire amount,please contact the Contra Costa County Circulation Manager, 1750 Oak Park Boulevard,Pleasant Hill,California 94523. The Circulation Manager will be happy to work with you to resolve this debt over time. If the Contra Costa County Library does not hear from you,they will have no choice but to assume you do not plan to resolve the outstanding debt. I urge you to send a check or money order in the amount of$100,00 to the Contra Costa County Library Circulation Manager, 1750 teak Park Boulevard,Pleasant Hill,California 94523. On your check please reference your account No. 123456-Miss. For specific title information please refer to the library's website http://www.ccclib.org, you can also use our automated telephone service by calling 1-800-984-INFO and enter 2. If you have any questions, please cull or visit your local branch during regular business hours. Branch information is located on the reverse side of this letter. Edward J.Siewert Collection Manager Unless you notify this office within 30.days after receiving this notice that you dispute the validity of this debt or any portion thereof,this office will assume this debt is valid. If you notify this office 1.11 writing within 30 days from receiving this notice, this office will obtain verification of the debt or obtain a copy ofa judgment and mail you a copy of such judgment or verification. If you request of this office in writing within 30 days after receiving this notice,this office will provide you with the name and address of the original creditor, if different from the current creclitor. Q:\unique\Sample C.doc _.. Sample D 119 E Maple St ati at Jeelle IN 47130 RETRt UN SERVICE REQUESTED UNIMUECollections November 4,2004 CONTRA COSTA COUNTY LIBRARY 1750 Oak Park Blvd 1345105-1264 328024 15711 PLEASANT HILL CA 945234497 �s�ss��sst�sss��ts��t��ttsst�� t�st�st��s�t�tsstt�i� �tst��st� ��s�stt�ts�sfststs�s�tt��st�t:�t�ts��t�tst�ts�t�t�s��tsts�ts�t To The Parents/Guardian Of Lauren Higdon 119 E Maple St Jeffersonville IN 47130-3439 Account# 123456-Miss Amount: $ 100.00 "'M sch tippet-gonion And Retum With Payinent"* Account#: 123456-Miss Contra Costa County Library Total Due:$ 100.00 This is an attempt to collect a debt and any information obtained will be used for that purpose. Your account is now in our Credit Reporting Department. Your name may be reported to the nation's largest Credit Reporting Agencies. Notice of non-payment may be made available to credit grantors including car dealers, finance companies, banks, department stores and others who may seek your credit history. Once reported, this adverse information can stay on your record for up to seven years! Why allow this to happen? Return past due materials to any Contra Costa County Library location and pay the outstanding fines/fees. if you have misplaced the, materials,or if you have returned the materials and have not yet paid your fines,please mail your check or money order in the amount of $100.00 to:Contra Costa County Library Circulation Manager, 1750 Oak Park Boulevard,Pleasant Bill,California 94523. On your check please reference your account No. 123456-Miss. For specific title information please refer to the library's website httn://www.ecclib.or ,you can also use our automated Telephone service by calling 1-800-984-INFO and enter 2. If you have any questions,please call the Circulation Manager during regular business hours at 925-927-3257. Edward J. Siewert Collection Manager Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof,this office will assume this debt is valid. If you notify this office in writing within 30 days from receiving this notice, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such judgment or verification. If you request of this office in writing within 30 days after receiving this notice,this office will provide you with the name and address of the original creditor, if different from the current creditor. 2RrwN101012ta Q:\unique\Sample D.doo Ih1',J7 I ; 1 f11 gvprl�s 1111111 °,{II 1y F1 FIL7:' nli4 .,y,"FII{I4VI 11y 1 aFl la 111:kll yIIFI{ 1:'t JJ h �1r; `x , 111,Iai�!t Il AAVtEN'T'Fa ' 1� ;' aripe 14111 t,1�a I 1 � I .t eP. raI ,.1,3 a III rl r 1 ll I !:r:1 r { I I,tl 1g ��y I ! {I.:�':[i I ,'t�1 �, � 4+ �''I 1 h111111 ri11i F Illi klt „i '''i It .I.11i11i111u1 11 PI: `.111I11it,1'!r�il��,n Ikl;k I.'jl, II_ e91� „�1"{1 i,. �. rJI� Caul 111 It, notF.l�4{�IIG1 ri�rl,;> 1,1.. I::lk., �{:�1�.�k,u1�'L ld:,l 1. I 1 1I:k{+ I' I L1:7{ "This is may I speak withplease?" (If patron is a minor,ask for the parent/guardian ) ➢ If requested person is not available,advise, "Can 1 leave a message? Please have call the Contra Costa County Library. The number is ” > If requested person is available and you are asked why you are calling,respond, "I am calling on behalf of the Contra Costa County Library." WHEN YOU HAVE THE RIGHT PERSON OR THE SPOUSE ON THE PHONE: "My name is . I'm with Unique National Collections." "I'm calling regarding some materials that you have checked out from the Contra Costa County Library." "Clave you returned the past due materials and paid your fines yet?" IF YES, ASK: ➢ "When were the materials returned?" ➢ "Which location?" ➢ Respond with something like: "Thank you very much. Your cooperation will make the libraries better for everyone." IF NO, ASK: ➢ "When can we expect to receive the past due materials and payment for your fines?" ➢ Listen and probe to obtain clear commitment (emphasize that materials must be paid for if not returned and all fines must be paid). Determine when and where materials will be returned and fines paid. Use sample questions below. SAMPLE {QUESTIONS ➢ "Do you still have all the past due materials?" S> "Will all the past due materials be returned on that date?" ➢ "Wilt you be paying for the lost materials on that date?" ➢ "Will you also be paying your fines on that same date?" ➢ "To which library location will you be returning the materials and paying themes?" THOSE PLANNING TO TAKE CARE OF IT: "As long as you return or pay,for the materials and fines within the next ten days, no further action will be taken against you. Your cooperation will make our libraries better for everyone. Thank you very much." THOSE WHO ARE NON-COMMITTAL: "Should you not return or pay for the materials and fines, we will request permission from the library to report this debt to National Credit Reporting Agencies. This adverse information can stay on your record up to seven years. However, as long as you return or pay for the materials and pay your fines within the next ten days, no further action will be taken against you. Your cooperation will make our libraries better for everyone. Thank you very much. " Q:\unfque4Sample E.doc __ _... Sample F "T ATE MANAGEMENT T MAT �L R. C. OVERY ERVICE IMPLEMEN TA,TIONTLAN Library frame: Contra Costa County Library Main Contact Person: Susan Caldwell Administrative Services Officer (Fill in target dates and check off when completed) Target Date 7-13-04 1.1. Library management staff and Unique Management representative discuss material recovery service in detail. Discussion will include a review of decisions that will need to be made before implementation can begin. This can usually be done with a telephone conference call. 9-21-04 2. Library management will need to make decisions and/or develop recommendations for the following: a. if late/collection fee will be added to patron balance and if so,the amount. $10.00 Most libraries add on a$10 late/collection fee. (Required for Budget Neutral Guarantee) [, b. The minimum balance amount that will be turned over for recovery. $50.00 Most libraries turn over balance amounts of$25 and up. Typically, about half of your overdue patrons will have balances from$25 to $50. You can't ignore small balance accounts or thousands of dollars worth of materials will not be recovered. Accounts will be turned over regardless of what makes up the balance amount. To receive budget neutrality guarantee, fines only accounts must be submitted. There is no automated way to exclude fines only accounts. c. Will juveniles be turned over for collection? Yes Q No ❑ Almost all libraries turn over juveniles as well as adults. Letters and phone calls would be addressed to "The Parents/Guardians Of."juveniles. Ours service is gentle and works well for juveniles. d. Will any patron types(For example, library staff. homebound Yes 0 No ❑ patrons, etc.)be excluded and not submitted for recovery? If yes,which ones? Display,.Holiday,Inter-Library Loan,Lost,Mends,Missing,No Hold,Online,Re-Reg.,Storage,Story,VH' e. When will accounts be turned over for collection? 60 .Days overdue or 30 days after bill is sent. Most libraries turn over accounts for collection somewhere between 30 and 60 days overdue depending on the library's internal procedures. Many libraries reduce the number of notices they send out to reduce postage expense. To receive the UMS budget neutrality guarantee, accounts must be turned over within 60 days overdue. Q:lunique\Sample F.doc SampleT Int UE MANAGEMENT MATER* IAL RECOVERY SERVICE IMPLEMENTATIONP`I.AIwT Target Date [A f. It is assumed that your library will use our complete service, which includes both initial and secondary placement. Almost all of our clients use secondary placement services. If your library could recover approximately 15%more of unreturned materials without alienating patrons, and it doesn't take any more library staff time and enough cash would be recovered to pay UMS fees,would you want to do it? If the answer is yes to this question, you should use secondary placement. If you don't use secondary placement, we won't be able to help you recover materials from patrons who have moved and left no forwarding address. Clients not using our complete service will not receive our best prices. Please contact a UMS representative if you have any concerns about using secondary placement. 3. Review Unique Management's recovery letters and finalize the following: R a. Official library name to be used in letters: Contra Costa County Library ©' b. Library address to be included in letter for sending payments: Contra Costa County Library Attention: Circulation Manager 1750 Oak Park Boulevard,Pleasant Kill,California 94523 R1 c. Library telephone number to be included in letters for patrons who have questions or need to contact the library: (925) 646-6434 Ext. Do patrons need to ask to speak with any specific person or department? Yes Q No If yes,person/dept. name: Circulation Manager d. Wording. We encourage the library not to request wording changes because our letters are very effective. However, we can refine letters to address unique aspects of your situation. There may be an additional one-time charge for making changes to letters. 4. Determine who will be key contact personnel for Unique Management. a. Main contact(this person is usually the head of circulation) Gail Middlekauff Title: Circulation Manager Phone: (925) 646-6434 Ext. Pax: (925) 646-6040 E-mail: gmiddlek(agccclib.org b. Circulation contact: Kathy McClelland Title: Clerk—Senior Level Phone: (925)646-6434 Ext. Fax: _(925) 646-6040 E-mail: kmcclel1 ccclib.org Q:\unique\Sample F.doc Sample F VNIQVE MANAGEMENT MATERIAL,RECOVERY SERVICE IMPLEMENTATIONLAN Target Date 21 c. Backup circulation contact: Denise Meyer Title: Clerk—Senior Level Phone: (925) 646-6434 Ext. Fax: (925) 646-6040 E-mail: dmeyer ccelib.org 21 d. Technical contact: Sharon Clapp Title: Information Systems Manager Phone: (925) 927-3213 Ext. Fax: (925) 646-6461 E-mail: scla6A_ccclib.or 21 e. Backup technical contact: Laura McKemgan Title: Information Systems Programmer/Analyst II Phone: (925) 927-3214 Ext. Fax: (925) 646-6461 E-mail: lmckeegakccclib.org 5. What method will library be using to submit accounts and provide updates? Library software module (Completely electronic) Create electronic files via Recall (Includes manual steps) Paper(Mail or fax) (Completely manual) The best way to turn over accounts and provide updates is to use a library software module if it is available. Library staff time required will be minimized if the module is utilized. IDMS fees for initial placement services depend upon how accounts are submitted and updates provided. The lowest fees are available for libraries using a library software module. The next best approach is to create electronic files via a report writer program. We then process those files with a program called the "Material Recovery Manager"which we developed. 12-18-04 6. Does library want to send out a news release explaining that Yes 121 No ❑ you will be using a material recovery service? With prior approval We encourage use of the press release because it is a good way to inform your patron community that you will be using a collection service. We can provide sample news release if desired. R1 7. If necessary, call software vendor to receive information regarding creating desired files. Determine if any additional costs will be incurred to set up software to generate files. Q:\unique\Sample F.doc Sample F UNIQUE MANAGEMENT-1. A.TERIAU RECOVER' SERVICE IMPLEMEN"X. N PLAIT Target Date 12-21-04 8. If necessary, library management will need to prepare new policies to address collection process. N/A [ 9. If necessary, review UMS 90 day trial idea, recommended parameters,policies and communication plan with board/council and receive approval. 12-31-04 [ 10. Finalize and sign agreement. Send to Unique Management. Done [ 11. If necessary, contact library software vendor for assistance in setting up software to generate files. Utilize approved parameters to set up. Done ( 12. Communicate to library staff regarding new policies and use of Unique Management's material recovery service. Establish target implementation date: 2-1-05 1-12-05 13. Implement communications plan to let patrons know of new policies and use of Unique Management's material recovery service. (News release, signs, bookmarks, etc.) 2-1-05 14. Implement new policies and internal procedures such as timing and number of notices, wording on notices/bills, etc. Done ® 15. Library management determines how staff will be trained regarding UMS material recovery process and who will do training. UMS has developed a training packet designed primarily to train circulation staff regarding the process, how to respond to questions, communicating with UMS, etc. Done 16. Schedule training session(s) and/or develop communication piece that will be distributed to prepare circulation staff for implementation. Done 17. Library technical person setting up program should call Will Grapperhaus at Unique Management to discuss the process from technical perspective, file transfers, etc. You can reach Will at 800-879-5453. Done 18. Technical person at library work with Will Grapperhaus at UMS to test file transfer process. Done 19. Hold training session(s) and/or distribute communication piece to prepare circulation staff for implementation. 2-1-05 20. Implementation begins. Send first submission file to Unique Management for processing. QA pique\Sample Kdoc Contra TO: BOARD OF SUPERVISORS FROM: STEVE WEIR, County Clerk-Recorder Costa DATE: January 11, 2005 County sr. o'r SUBJECT: APPROVE and AUTHORIZE the Clerk-Recorder or designee to execute a contract with Metropolitan Van & Storage, Inc. for election related services SPECIFIC REQUESTS)OR RECOMMENDATION(S)&BACKGROUND AND JUSTIFICATION RECOMMENDED ACTION: APPROVE AND AUTHORIZE the Clerk-Recorder or designee to execute a contract with Metropolitan Van & Storage, in an amount not to exceed $426,000, to provide storage, delivery, setup, pickup and return to storage of palling place election equipment and supplies from January 1, 2005 through December 31, 2006. FINANCIAL IMPACT: The total cost of this contract is not to exceed for $426,000. This contract is funded within the Elections Division's budget over the next three years (04-05, 05-06, 06-07). A portion of this expense will be refunded by agencies as part of their election related costs. REASONS FOR RECOMMENDATION/BACKGROUND: This contract is for storage, delivery, setup, pickup and return to storage of polling place equipment and supplies. CONSEQUENCES OF NEGATIVE ACTION: Accurate and timely delivery of election equipment and materials to the Contra Costa County polling places is a critical component of conducting successful elections. Failure to provide the necessary equipment and supplies to conduct elections could result in a situation where the department could be forced to conduct an election over again at a substantial cost to the County. Failure to provide necessary HAVA-required supplies could lead to State and/or Federal intervention. CONTINUED ON ATTACHMENT: YES SIGNATURE: RECOMMENDATION OF COUNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE APPROVE OTHER SIGNATURE(S): , ACTION OF BOARD/,ON ; ,� APPROVED AS RECOMMENDED OTH'R VOTE OF SUPERVISORS: I HEREBY CERTIFY THAT THIS IS A TRUE AND 1 r" CORRECT COPY OF AN ACTION TAKEN AND UNANIMOUS(ABSENT '.:'` ) ENTERED ON MINUTES OF THE BOARD OF AYES: NOES: ``` SUPERVISORS ONTH DATE SHOWN. ABSENT: ABSTAIN: {{ t Contact: Candy Lopez, ATTESTED:(DATE) �t l-v 6-4173 JOHN SWEETEN,CLERK OF THE BC2D OF'SUPERVISORS cc: L. Strobel AND COUNTY ADMINISTRATOR BY: _-'s f/ � Deputy